Jeremy Shaji

Being a Technical Leader, I play a very important role as I should become the face of the Dealer to communicate and receive information related to vehicle from Toyota Kirloskar Motor (TKM). For ensuring better customer satisfaction, as a Technical Leader I need :

• to capture critical field concerns at early stage
• to validate countermeasure effectiveness & inform TKM for any deviations
• to enhance diagnosis capability of Dealers.

For warranty vehicles I look on to the technical aspects of the concerned parts whether it is manufacturing defect or not along with Warranty Administrator.

• We diagnose the specified parts which have concerns. We look for any external impacts or any other criteria which can lead to this concern.
• We make sure that whether the concern is due to the manufacturing defect or not. And accordingly we send the field information report to the TKM based on our technical analysis. Hence they can improve the product quality at manufacturing side. And if the concern is due to the manufacturing defect we make sure that the customer gets the warranty for the concerned part.
• Managed warranty claims efficiently, ensuring timely reimbursement for both the dealership and customers.
• Increased service efficiency by streamlining communication between technicians and customers.
• Developed strong relationships with customers, resulting in repeat business and increased referrals.
• Coordinated efforts between multiple departments such as sales, finance, and parts to deliver a seamless customer experience during their visits at the dealership/service center.
• Optimized workflow processes within the service department, resulting in reduced wait times for customers.
• Improved team productivity by conducting regular training sessions on new technologies and industry best practices.
• Enhanced customer satisfaction by providing expert technical advice on automotive issues and solutions.
• Mentored junior advisors, fostering professional growth and enhancing overall team performance.
• Utilized diagnostic tools proficiently to identify vehicle issues accurately which led to faster resolution times.

For enhancing the diagnosis capability of Dealers, As a Technical Leader it is important that I should make sure that :

• All the Chief General Technicians , Technicians gets technical support and proper guidance in their diagnosis.
• They get required training as per their skill matrix and monitoring their productivity.
• Hold meetings and trainings with related personnel, regarding the Technical information or bulletins shared by Toyota.
• I get involved in the diagnosing works with the technicians, which they find it difficult to complete within the given period of time and will try our best to find a solution as a team.

My job as Warranty Executive was to take warranty decisions as per Toyota Warranty policy. For giving our customers a proper convenient support, we make conclusions whether the defect on vehicle is by manufacturing defect or not and taking decisions as per Toyota Warranty Policy. Working as a Warranty Executive, I look on to technical aspects of the concerned parts, whether it goes under warranty criteria or not and look on to every possible way to give the warranty for parts which have any manufacturing defect.

• Actively tracked performance metrics related to warranties regularly, leading initiatives aimed at achieving or surpassing established targets consistently over time.
• Educated customers on proper maintenance and care practices to minimize warranty claims and improve product longevity.
• Expedited resolution of particularly challenging cases by collaborating closely with engineering teams and senior management when necessary.
• Monitored inventory levels closely, ensuring necessary parts were available for timely repairs under warranty.
• Maintained thorough knowledge of product warranties, enabling prompt assistance to customers and colleagues alike.
• Reduced warranty claim processing time by streamlining communication between departments and clients.
• Effectively communicated complex technical information to customers, facilitating clear understanding of their warranties'' scope and limitations.

Worked in Body Repair section as General Technician where vehicles repaired after accident work.

Duties :

• Analyze the damage of the vehicle and the impacts on the parts.
• Inspect the parts where the impact occurred specifically and analyze its damage.
• Increased workshop efficiency by effectively organizing tools, equipment, and workspace for easy access during repairs.
• Improved vehicle performance by conducting thorough diagnostic tests and repairing or replacing faulty components.
• Upheld high safety standards in the workplace by following proper protocols when handling hazardous materials and utilizing protective gear as needed.

Works Done :

• Chassis removal
• Suspension works
• A/C cooling system
• Engine cooling system
• Engine overhauling
• Transmission overhauling
• Replacement of Floor wiring, Engine room wiring, Engine wiring
• Replacement of wheel bearing

Worked as a mechanic trainee for 6 months and improved my practical as well as theoretical knowledge on Automobile vehicles. During those six months, my job was:

• to repair flood-affected vehicles (removal of instrument panels, replacement of wiring kit, etc.)
• to replace and repair suspension parts
• to repair and replace brake system related parts
• to replace clutch and pressure plates
• Worked closely under the mentorship of experienced mechanics, honing practical skills necessary for success in the field.
• Performed routine maintenance tasks such as oil changes, filter replacements, tire rotations, and fluid checks with precision and attention to detail.